Call Center Director
Salary

Call Center Directors in the United States tend to be well-versed in their field, and over three-quarters have more than 10 years of experience. Average salary is expected to be around $91K annually, but may range from $62K to $143K per year. In the world of Call Center Directors, overall income ranges from $62K near the bottom to $143K at the top; this can include more than $29K from bonuses and more than $15K from profit sharing in exceptional cases. Geography is the biggest factor affecting pay for this group, followed by tenure. Men working as Call Center Directors who took the survey just slightly outnumber women at 53 percent. Nearly all enjoy medical and dental coverage in this occupation, and a strong majority get vision benefits. For the most part, Call Center Directors enjoy their work and report high levels of job satisfaction. The information for this snapshot was generated by responses to the PayScale salary survey.

XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).

XTotal Pay combines base annual salary or hourly wage, bonuses, profit sharing, tips, commissions, overtime pay and other forms of cash earnings, as applicable for this job. It does not include equity (stock) compensation, cash value of retirement benefits, or the value of other non-cash benefits (e.g. healthcare).

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Job Description for Call Center Director

One of the main tasks that a call center director is responsible for is overseeing the daily operations of call center agents, for whom they are accountable. These directors need to ensure that all calls are answered and resolved quickly, make sure that call center agents are meeting their daily goals, and ensure that all calls are being responded to in a customer-friendly fashion. Conducting team meetings and implementing software are some other tasks that a call center director performs. Additionally, they oversee and/or conduct hiring and training for individuals under their supervision.

Call center directors generally work full time during regular business hours, although overtime may be required depending on the needs of the business. They generally work in an office environment, and this position requires working in front of a computer, sitting, and performing repetitive motions with the hands for long periods of time.

Call center directors generally need to have a bachelor's degree or more in a related field. They also normally need to have prior experience managing a large number of people, as well as experience in a call center and/or customer-service environment. Call center directors need to have proficient skills with basic computer programs, as well as strong interpersonal and time-management skills.

Call Center Director Tasks

Strategize the planning, developing and directing of the call center operations and customer service programs.

Establish and communicate the service standards to the operations so that quality customer satisfaction is achieved.

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Popular Skills for Call Center Director

This chart shows the most popular skills for this job and what effect each skill has on pay.

Overall, survey participants reported applying a fair number of skills to their work. Most notably, skills in Budget Management, Call center operations, People Management, and Operations Management are correlated to pay that is above average, with boosts between 5 percent and 7 percent. At the other end of the pay range are skills like Project Management and Leadership. It is often found that people who know Operations Management are also skilled in Budget Management.

Pay by Experience Level for Call Center Director

Median of all compensation (including tips, bonus, and overtime) by years of experience.

Experience is an important factor influencing the compensation of Call Center Directors. Survey participants with less than five years' experience pocket $72K on average, but those with five to 10 years of experience enjoy a much bigger median of $88K. After one to two decades on the job, professionals can reap plentiful salaries that average out to the six-figure sum of $103K. Individuals who report more than two decades of experience seem to make only slightly more than folks in the 10-to-20 year range; the more senior group sees median earnings in the comparatively modest ballpark of $115K.